Intro To Hosp: Test #4

Front 1

3 Key Constituencies of Hotel:

Back 1

1) Guests (source of revenue)
2) Employees (to be successful)
3) Investors (to exist)

Front 2

What do each seek?
(guests, employees, investors)

Back 2

*Guests- overnight accommodations
*Employees- intrinsic/extrinsic job satisfaction
*Investors- return on their investment

Front 3

2 Primary operating divisions of Full-service hotel ops:

Back 3

1) Rooms Division
2) Food & Beverage Division

Front 4

The 2 operating divisions are supported by... (3)

Back 4

-Administrative Team
-Sales and Marketing professionals
-Engineering department

Front 5

Rooms Division

Back 5

All areas of operation related to providing overnight accommodations to guests:
-Guest Services
-Revenue Mgmt
-Houskeeping ops

Front 6

Guest Services (Front Office)

Back 6

-Primary responsibility: build positive, mutually rewarding relationships with guests.
-Engage in friendly, efficient, and productive interactions.
-Includes: Doormen, bellmen, front desk agents, PBX operators, night auditors, concierge staff

Front 7

Revenue Management (reservations)

Back 7

-Responsible for assessing guests needs, selling accommodations that fulfill requirements at appropriate guest room rate.
-Revenue Managers have significant impact on profitability!***
-Maximize sales!
-Produce weekly occupancy forecasts (critical)! ***

Front 8

Housekeeping Operations

Back 8

-Primarily responsible for cleanliness of hotel property and keeping guest rooms stocked with supplies.
-CLEAN facility = guest satisfaction.
-May include: laundry, turndown service in upscale properties

Front 9

Food and Beverage Division

Back 9

-Provides meals and beverages to guests
-challenging to operate due to lower contribution margins than rooms division.
-Food & beverage outlets (any dining provider in hotel along with room service)
-Catering sales department (events and meals planned within property)

Front 10

Catering vs. Banquet Department:

Back 10

Catering sells the event and meals within property.

Banquet ensures meeting rooms are set to specifications and executes/serves the events.

Front 11

Beverage and Culinary operations:

Back 11

-Beverage ops: control and distribute alcoholic beverages

-Culinary ops: Executive chef is responsible for all food production.

Front 12

Sales and Marketing:

Back 12

-Driving revenue by attracting meetings, conventions, and individual guests (group is 10 rooms or more)
-Get "leads" from sources (chamber of commerce, CVB, national sales offices,...)
-Oversees local advertising and PR (for ex: local charitable events)

Front 13

Accounting:

Back 13

Responsible for accounts payable, accounts receivable, financial reporting, and cost control.

Front 14

Human Resources:

Back 14

Oversees all employment processes:
-Training and development
-Compensation and benefits

Front 15

Security and Loss Prevention:

Back 15

-Professionals trained to minimize losses of all kinds
-responsible for emergency procedures and ensuring safety as well-being of guests.

Front 16

Maintenance
(engineering and property ops)

Back 16

-Aggressive preventive maintenance programs
-wide range of specialists
-upkeep necessary for real-estate evaluation

Front 17

Senior Management Team:

Back 17

-Full-service hotel properties, often called "Executive Operating Committee (EOC)"
-General Manager (in senior mgmt team) oversees:
rooms division manager, director of food and beverage, director of sales and marketing, controller, director of human resources...

Front 18

Two types of Foodservice Segments:

Back 18

1) Commercial

2) Non-commercial

Front 19

Commercial Foodservice:

Back 19

-Operate to generate revenue
-Profitability= PRIMARY GOAL
-Ex. Restaurants, airport food, tourist attractions...

Front 20

Non-Commercial Foodservice:

Back 20

-Primary goal: NOT to gereate revenue (but may still make money)
-AKA: Institutional or On-site ops
-Ex. hospital, school, military

Front 21

3 Categories of Commercial Foodservice:

Back 21

1) Quick-service
2) Casual dining
3) Fine dining

Front 22

Quick-Service Restaurants

Back 22

-Known as "fast food" or "limited service"
-provide limited # of menu items
-short wait time on food
-order at counter or drive-thru
-pay before eat
-TARGETS: people seeking value, people with limited time or seeking low cost meals.

Front 23

Casual Dining:

Back 23

-Created to cater to Middle Class
-Service without price of fine dining
-relaxed atmosphere
-could be theme-oriented (ex. seafood or italian)

Front 24

Fine Dining / Upscale Restaurants:

Back 24

-Patron expects high level experience
-Expects high degree of service
-Superior dining decor to aid the experience
-Expensive pricing (can exceed $100 per person)

Front 25

Hotel Foodservice

(also Commercial)

Back 25

-Extended hours
-different menus/outlets
-profit margin usually lower than typical restaurants

Front 26

Country Club Foodservice

(also Commercial)

Back 26

-Wide range of foodservice offered: upscale, special events, casual or family dining, pool/snack bar...

Front 27

Airlines / Airports

(Commercial)

Back 27

-Increased costs
-Reduced service on-board
-terminal foodservice business may have increased bec of security restrictions

Front 28

Cruise Ships

(Commercial)

Back 28

-AYCE
-Menu variety
-Different themes
-Different segments (fine dining, casual, etc.)

Front 29

Tourist Attractions

(Commercial)

Back 29

-Theme Parks and sports venues
-offer multitude of services at varying prices
-ex. disney, NY yankee stadium

Front 30

Convenience Store:

(Commercial)

Back 30

-Gaining popularity
-many now offer made-to-order food items
-range from snack machines to large stores offering restaurants and dine in or take out.

Front 31

NEW Commercial Foodservice:

Back 31

-Fast-casual: combo of quick service and casual dining. Offers higher quality food served fast.

-Cinema-Eatery: Movie theater + restaurant. Provide latest movies and quality food.

Front 32

Non-Commercial Foodservice:

Back 32

-Include a wide variety of orgs
-Each provide food to their constituencies to accomplish their businesses mission (not $)
-hospitals, schools, universities, correctional facilities, military ops...

Front 33

2 Common forms of Non-commercial Foodservice management:

Back 33

-Contract Management Co.

-Managed by business itself.

Front 34

Contract Management Company

(Non-commercial)

Back 34

-In business to be profitable
-Must find balance to achieve margins needed
-provide management with expertise in foodservice
-Ex. ARAMARK or Compass Group

Front 35

Non-Commercial Businesses that Manage themselves:

Back 35

-Self-operated AKA: "self op"
-exist in orgs. whose primary purpose is not foodservice

Front 36

Management Priorities:

(Restaurant Ops)

Back 36

1) Financial Matters (restaurants generally have low-prof margins)
2) Maintaining quality standards (in food and service)
3) Anticipate and Stay Current (markets change quickly)

Front 37

Organizational Structure:
2 areas:

Back 37

1) Front of House (FOH)
2) Back of House (BOH)
-managers oversee both
-Based on Brigade system*
-Concept by Escoffier*

Front 38

Front of House (FOH):

MAITRE D':

Back 38

-responsible for ALL aspects of service.
-greet guests upon arrival, handle reservations, train service personnel, work with sommelier selecting wine, may help develop menu
-LIAISON between front and back of house.

Front 39

FOH

Sommelier:

Back 39

-primary duty: assist guests with choosing wine and may serve it.
-selects, purchases, receives, and handles storage of wine.
-may also be in charge of all alcoholic beverages for restaurant.

Front 40

FOH:

Service Staff

Back 40

CAPTAIN: runs one area of dining room, explains menu and specials, takes orders, table side cooking, oversees front & back waiters.
FRONT WAITERS: provide utensils, plates, and bring food
BACK WAITERS: fill water, bring bread/butter, clear dirty dishes.

Front 41

BOH:

Executive Chef

Back 41

-In charge of all kitchen ops
-designs menu, hires and trains kitchen staff, purchasing, cost controls for kitchen, sets presentations, safety, and sanitation standards.
-often "Star attraction" of property *** (may make appearance in dining room)
**Chef's rep can draw customers to sample...

Front 42

BOH: Key Personnel

Back 42

-Sous Chef: prepares food during service, organizes/supervises operations of kitchen.

-Aboyeur (Expeditor): Calls orders to other cooks, coordinates FOH/BOH, brings it all together to go to the table.

Front 43

Station Chefs:

Back 43

-Friturier: fry station
-Potager: soup station
-Garde Manger: pantry station
-Tournant: swing cook

Front 44

BOH: Clean up!

Back 44

-Dish persons: clean cookware for chefs, clean all china, silver, glassware, clean kitchen & floors, remove garbage...

Front 45

2 Thoughts on Cleaning the Kitchen:

Back 45

1) Have the cooks do it... pride and ownership with equipment.
2) Hire a cleaning staff or dishwashers... avoids paying highly paid cooks more.

Front 46

General Manager:

(restaurant)

Back 46

-Day-to-day ops
-decision making
-contact person for everything (all professionals and vendors)
-works toward accomplishing owner's goals
-relays info between owner and employees
-often works the most hours!
-accountable for everything in restaurant
-develops/operates within operating budget
-COST CONTROLS (tracks sales, keeps records, analyzes)

Front 47

General Manager:

(restaurant)

Back 47

-Day-to-day ops
-decision making
-contact person for everything (all professionals and vendors)
-works toward accomplishing owner's goals
-relays info between owner and employees
-often works the most hours!
-accountable for everything in restaurant
-develops/operates within operating budget
-COST CONTROLS (tracks sales, keeps records, analyzes)

Front 48

Life of a Restaurateur...

Back 48

-Long hours
-Difficult job
-REQUIRES: happily serves others, works well with employees and public, organized, coordinates many activities at once.
-Rewarding, rapid advancement possibilities, competitive salaries! :)

Front 49

Bar & Beverage Mgmt:

Most...

Back 49

-Interesting
-Challenging
-Profitable (in Hosp)

Front 50

Bar & Bevg Manager Job:

Back 50

-Glamorous Side: contact with entertainers, interesting promo opps, lots of cash changing hands
-Challenges: legal and control issues due to alch.

Front 51

4 Main Responsibilities of Bar and Bevg Manager:

Back 51

1) Legal
2) Cash
3) Theft
4) Licensing

Front 52

Legal:
(responsibility of manager)

Back 52

-Guest/host relationship
-Social responsibility to guests and society
-Duty of Care for guests (never serving where guest may hurt themselves or others)
-Dram Shop Legislation: actions of an intoxicated person are legal responsibility of provider, not person.

Front 53

Cash & Theft
(responsibility of manager)

Back 53

1) Money
-opps for employees to make costly mistakes
-temptation
2) Inventory
-Regular reconciliation is common technique-
-Reactive rather than proaactive
-Businesses also employ "secret shopper services"

Front 54

Licensing

Back 54

-sales are STATE REGULATED
-Copy of regulations should be on site for reference.
-BYO exists (corkage fees)
-PROBLEMS cause by:
*serving minors
*paying bills late
*failing to keep adequate sales records

Front 55

Products

Back 55

-Knowledgeable staff can offer best service to guests.
-training on product = critical!
-Different products: wine, fortified wine, beer, coffee & tea, spirits, brandy & cognac, apertifs, cordials & liqeurs, bottled water.

Front 56

Wine:

Back 56

-Made from fermented grapes
-sold around the world
-gained popularity during past 2 decades
-distinguished by: type of grape used, place, and year
-sparkling wines have bubbles and different cork.

Front 57

Fortified Wine:

Back 57

-Wines with brandy added to them
-For ex: Sherries, Ports, Marsalas, Madieras
-Offered in glass alone after dinner
-Often used for cooking

Front 58

Beer:

Back 58

-ALL alcoholic bevgs fermented and brewed from malted barley, hops, water, and yeast.
-largest selling alcoholic bevg in the world!***
-Served in bottles or draught
-Microbreweries: survived changing economy, changed beer industry to mimic wine industry, boutique brewers offer many types/premium price.

Front 59

Coffee & Tea

Back 59

Coffee
-brewed bevg, gained popularity in past 10 years.
-entire industry developed around it

Tea
-Stores specializing in tea or chai are growing in popularity.

Front 60

Spirits:

Back 60

-Selection of categories available at different price points
-House brands = "well brands"
-Call brands, premium, and super premiums are alternatives.
-Mixed drinks/cocktails often include a spirit
-"Highball": drink containing a spirit and mixer
-White spirits (colorless): vodka, gin, rum, tequila
-Brown spirits: whiskies

Front 61

Brandy and Cognac

Back 61

-General term for distilled spirit of grapes
-served after dinner
-Cognac/Armagnac: brandies made in a particular region of France

Front 62

Apertifs

Back 62

-Served to stimulate the appetite
-Either spirit based or wine based
-can be served chilled or at room temp.

Front 63

Cordials & Liqeurs

Back 63

-Sweet alcoholic beverages
-Served after dinner
-Often room temp (sometimes over ice)

Front 64

Bottled Water

Back 64

-Healthy alternative beverage
-Leading trend in bevg industry
-Multi-billion dollar segment!

Front 65

Career Opportunities:

Back 65

During School: flexible schedule, gratuities, learn customer service skills and beverage knowledge.

After Graduation: entry level positions found in virtually all types of orgs, only long-term career for select few (late hours)
**must have: cleanliness, friendliness, inventory control, cash control, knowledge of products/services.

Front 66

Profitability of Beverage Ops:

(Key Factors)

Back 66

-Cost Control
-Pricing Trends

Front 67

Cost Control:

Back 67

-Bevg list needs same attention as food menu
-Balancing inventory size with guests' needs is difficult
-"Pouring for Profit"- steps to cost control & profit: budget for profit, price for profit, est. product & cash controls

Front 68

Pricing Trends:

Back 68

-Price of drink is determined by each ingredient in drink recipe
-Price based on profit margin facility requires and profit that owners desire. (must balance with demands of market)
-Ex. 2 martinis in an avg bar will buy a whole bottle of gin/vodka at a liquor store!

Front 69

Future Trends:

Back 69

-Health awareness** here to stay.
-Newest trends concern sustainability (where a product comes from, processing/growing, recyclable packaging)

Front 70

Culinary Arts:

Back 70

-Employs 12.8 million in the US alone
-Predicted to add 2 mil new jobs!
-Restaurant industry generates nearly 1.5 billion each day
-Restaurant industry= 4% US GDP.***

Front 71

Career Opps: Culinary Arts

Back 71

1) commercial foodservice ops
2) culinology
3) culinary education
4) on-site dining
5) media chef

Front 72

Commercial Foodservice Ops:

Back 72

-Where most culinary careers begin
-includes: restaurants, hotels, clubs, resorts, catering, food markets, etc.

Front 73

Culinology:

Back 73

-Term created in 1996 to describe research chefs and food scientists
-include: food product development, production, manufacturing, marketing, distribution.

Front 74

Culinary Education

Back 74

-Culinary schools have more than doubled in the past decade!
-Chef educators work in: private & state universities, community colleges, culinary schools, high schools,...

Front 75

Media Chef

Back 75

-Celebrity Chefs
-Chefs appearing on local news
-online performances
-demonstrates in stores
-writing a cookbook
-**Comm skills, performing skills, writing & charisma skills are all necessary!

Front 76

About a Career in Culinary:

Back 76

-entry position requires lots of hours
-weekends & holidays are WORK days
-kitchens are HOT
-sanitation/safety= essential
-be on time
-ask questions

Front 77

How to build a Culinary Career:

Back 77

Common places to start:
-Apprenticeship
-Culinary school
-College
-Train under qualified chefs

Front 78

3 Most common injuries on job:

Back 78

1) falls
2) burns
3) cuts

Front 79

American Culinary Federation (ACF):

Back 79

-THE professional association for culinary arts
-highly respected org.
-if you have interest in culinary career, contact a local chapter.